Senior operations Specialist
Optimal Technology Solutions
Total years of experience :5 years, 0 Months
- Provide a product training for the new hires .
-Resalty.net Administrator in terms of (Live chat - Notifications- Charge requests- leads generation- reporting any software bugs- Technical issues &updates ..etc )
-Respond to enquirers from clients & communicate with vendors to help resolve any problem as 1st and 2nd line support via e-mail, phone, live chat and remote connection.
-Monitor the team performance and report to the team leader .
-Act as as a team leader when needed .
-Execute day-to-day operations that are related to Messaging products and services .
- Handling monthly and day-to-day consumption reports
- Monitoring the Messaging servers and keep track of the connections and the traffic and report to Tier 2 & 3 on daily basis .
-Maintain a log of any software problems detected
-Communicate with vendors to help resolve any problem as 1st and 2nd line support via e-mail, phone and remote connection.
- Provide an on line support for clients, re-sellers and vendors 24/7 including billing and technical support .
-Executing marketing campaigns based on clients request and provide the clients with the delivery report .
- work closely with cross function teams to build a consistent customer experience and identify opportunities in new products /feature development .
-To maintain a high degree of customer service for all support queries and adhere to all service management principles
-To take ownership of user problems and be proactive when dealing with user issues
Respond to enquirers from clients and help them resolve software problems.
Lead the creation of a recruiting and interviewing plan for each open position.
Efficiently and effectively fill open positions.
Conduct regular follow-up with managers to determine the effectiveness of recruiting plans and implementation.
Develop a pool of qualified candidates in advance of need.
Research and recommend new sources for active and passive candidate recruiting.
Build networks to find qualified passive candidates.
Post openings in newspaper advertisements, with professional organizations, and in other position appropriate venues.
Utilize the Internet for recruitment.
Post positions to appropriate Internet sources.
Improve the company website recruiting page to assist in recruiting.
Research new ways of using the Internet for recruitment.
Use social and professional networking sites to identify and source candidates
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
-Interact with customers to provide and process information in response to
inquiries, concerns, and requests about products and services;
-Handling customers complains and take escalation calls, and escalate the issue to the next level if needed .
-Research required information using available resources
-Follow standard processes and procedures;
-Identify and escalate priority issues per Client specifications;
-Redirect problems to appropriate resource;
-Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
-Sale and up sale the company products and services
-Handling Customer Requests related to all products line (Prepaid Q-Post paid Q-Activation Q- Technical support Q )
-Accepting Customer Request
-Respond within the SLA
-make regular survey for all customers in daily basis.maintains and ---updates customer data base with changes and the statue of each customer.
-Provide a product training sessions for the new hires
-Up sale the company products & services .
Training Developed Language and Computer Skills Enhanced Presentation & Project Development Skills Acquired Basic Business Skills including: Marketing, Sales, Banking, Accounting, Business Correspondence and Report Writing.